Support Request: Keyboard does not always work on touchscreen

Description

We have issues with the onscreen keyboard on a touch screen.
The touchscreen shows on screen, if we click on a button, we can hear the sound, but text is not being entred in the text field in the browser.
We have had this several times.
Last time was between 09:15 and 09:30 local pc time.
Can you check why this happens?

Answer: (10)

Re: Keyboard does not always work on touchscreen 6/7/2021 10:23 AM
Hello,

According to the log you opened the exit dialog before.

The focus to the input filed on the web page is set through the web page code when the page loads and it loses the focus when the exit dialog was opened.
After another mouse click into the input field on the web page you can use the input field again.
However, there is a known issue that this does not work for touch inputs and the web page permanently loses focus.
Our developers are looking into this behavior to fix it in a future SiteKiosk version.

You may first change the key combination to exit SiteKiosk so that users do not accidentally open the exit dialog with pressing ESC.

Otherwise the only workaround is to restart SiteKiosk completely when the exit dialog was closed.
Here an example script to restart SiteKiosk after closing the exit dialog.

SiteKiosk.Logfile.OnMessage = OnMessage;
 
function OnMessage(seq, time, utcoff, awtype, awlevel, facility, text){
 	if(text.lastIndexOf("ESC Dialog:Escape Dialog closed") != -1){
     SiteKiosk.Restart();
    }
}


The script checks the SiteKiosk log for the entry that appears when the exit dialog is closed and then restarts SiteKiosk completely.

You can copy & paste it to an editor (e.g. notepad), save it as JS file (e.g. restartOnExitDialogClose.js) to “…\SiteKiosk\Html” and then add it to the SiteKiosk configuration (Start Page & Browser-->Advanced-->Execute script).

Regards,
Michael Olbrich
Re: Keyboard does not always work on touchscreen 6/7/2021 4:13 PM
Hi,

This workarround has already been implemented because of the bug.
This is not what I'm talking about.

When we tested in our office, we encountered the bug.
Then the proposed solution was implemented. This workarround fixes the problem when somebody presses the esc button.

What we have now:
users are using the sitekiosk: entering data at a specific website.
At one moment they cannot enter the text anymore.
The call the terminal manager to fix it. As a workarround we advised: press esc, close the window, wait 30s.

However this issue is happening to frequent(few times a day) and our client is complaining about the malfunction of the kiosk.

I hope we can find a solution for this or we will have to check other products that do work with touchscreens.
Re: Keyboard does not always work on touchscreen 6/7/2021 4:21 PM
Please send us a step-by-step description of how to reproduce the behavior.
Furthermore, which Windows version you are using and if only a touch screen is used (or also a mouse).
Then we can try to reproduce it on a test system.
Re: Keyboard does not always work on touchscreen 6/7/2021 4:36 PM
Hi,

Os is Windows 10 with the latest windows updates.
There is no mouse attached only a touchscreen(Elo Touch Solution I-Series PCAP i2, 15.6'').

We are unable to reproduce this as this happens randomly.
Can we enable extra logging somehow?
Then I can request our customer to log the timestamp so we can try to find the cause.
Re: Keyboard does not always work on touchscreen 6/7/2021 5:05 PM
You could also log the Dev Tools console output if necessary.

I will send an E-Mail for this.
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